I am at a loss with Apple Support and have no idea where to turn. I'm hoping that someone on this group has an idea that might help me. Apologies in advance if you feel that this is the wrong place to post this.
I contacted Apple Support on Sept 24 about my iPhone which was dead that morning after unplugging it from its charger. It had been behaving strangely since the battery was replaced under an Apple recall in March. They sent me a mailer into which I put the phone and sent it back to them. They appear to have lost it - the tracking number they gave to me for their return shipment shows it being delivered to somewhere in a city 250 miles from me! It is now Oct 19th and I still have no phone. Since Oct 4th i have been dealing with a customer relations guy out of Ireland and he has got nowhere in trying to work out what has happened. He is more interested in trying to work out why their process went wrong than dealing with a customer who has not got his phone back. Despite him saying he would keep me informed I rarely hear from him and have left numerous voice messages. When I do talk with him it is like speaking to a broken record - all I get is that he is trying to resolve my issue and is doing all that he can. I have asked to speak to a manager there and been told point blank “that is impossible.”
I am a long term Apple user of laptops, desktops, tablets, phones and watches and every customer service experience to date has been flawless. This episode has undone any goodwill I had. It is the most atrocious customer service experience I have ever had from any company. I have asked on Apple's Support Twitter feed and spoken with two other customer relations people to see if I can get resolution and the response is to keep on with the customer relations guy I am dealing with. It’s now 3 weeks since I sent my phone to them and I am at a loss as to how to proceed.
I have also posted this to the iPhone hardware group at the official apple support community board in the hope that someone reading that might have some ideas to help me.
I contacted Apple Support on Sept 24 about my iPhone which was dead that morning after unplugging it from its charger. It had been behaving strangely since the battery was replaced under an Apple recall in March. They sent me a mailer into which I put the phone and sent it back to them. They appear to have lost it - the tracking number they gave to me for their return shipment shows it being delivered to somewhere in a city 250 miles from me! It is now Oct 19th and I still have no phone. Since Oct 4th i have been dealing with a customer relations guy out of Ireland and he has got nowhere in trying to work out what has happened. He is more interested in trying to work out why their process went wrong than dealing with a customer who has not got his phone back. Despite him saying he would keep me informed I rarely hear from him and have left numerous voice messages. When I do talk with him it is like speaking to a broken record - all I get is that he is trying to resolve my issue and is doing all that he can. I have asked to speak to a manager there and been told point blank “that is impossible.”
I am a long term Apple user of laptops, desktops, tablets, phones and watches and every customer service experience to date has been flawless. This episode has undone any goodwill I had. It is the most atrocious customer service experience I have ever had from any company. I have asked on Apple's Support Twitter feed and spoken with two other customer relations people to see if I can get resolution and the response is to keep on with the customer relations guy I am dealing with. It’s now 3 weeks since I sent my phone to them and I am at a loss as to how to proceed.
I have also posted this to the iPhone hardware group at the official apple support community board in the hope that someone reading that might have some ideas to help me.
